Mumbai: Witness Systems, a global provider of performance optimisation software and services, has announced the India launch of a new strategic initiative that extends its eQuality contact centre application suite to back office environments.

The company's new offering helps organisations audit critical business functions to better understand the inter-departmental impact back office functions have on customer service and satisfaction. eQuality Office also helps organisations address specific "root causes" of customer contacts into the call centre, enabling them to uncover data entry errors, compliance issues and ineffective processes that result in the breakdown of customer service.

When companies identify the underlying motive for calls into the contact centre, they often find processing delays causing customers to call for status checks and data entry errors driving customer changes, as well as billing mistakes and unclear information creating customer frustration. Unnecessary repeat calls due to inadequate back office processing often contribute heavily to call volumes, which directly impacts a company's bottom line and signals declining customer satisfaction.

The eQuality Office performance management initiative allows companies to extend their contact centre recording, analysis and e-learning investments to the entire enterprise. As a result, organisations can increase customer satisfaction, reduce costs and better pinpoint new revenue opportunities through first-hand business intelligence.

According to Dave Gould, CEO of Witness Systems, "There are many opportunities for the optimisation of enterprise processes today. These primarily lie in the back office, where employees struggle with systems to observe internal processes or comply with regulatory requirements without knowing the effect each has on potential customers,"

"This offering can help determine what's causing customers to pick up the phone, become dissatisfied and stop buying their products or services altogether," adds Gould.

Witness Systems provides the contact centre industry with integrated performance optimisation software suite to help global enterprises capture customer intelligence and optimise workforce performance through customer interaction recording, performance analysis and e-learning management applications, designed to enhance the quality of customer contacts across multiple communications media.